Q.1. I need to outsource, but never done it before. I am apprehensive?
Answer: We can understand your apprehensions and concerns! We always request & encourage our prospective clients to discuss all aspects of business and the activity outsourced to us, with our business managers. After some rounds of discussions your apprehensions will begin to disappear. You will experience faith in the process and us and start to feel comfortable. Please remember outsourcing is no magic. It's a process of taking professional help to manage a part of your business: to provide better services to your customers, reduce costs & allow you more free time for your business and family.
Q.2. What is the training process? How are your agents trained?
Answer: Do not worry if you do not have a ready training material, most of our clients do not. Our training process is very simple. We call for you to provide us all possible information concerning your products & services. Your previous email communication with your customers is the best material. We study your website and other material provided by you. We will list down all questions which we feel are vital for our understanding of your business and email them to you. Based on your answers we create a knowledgebase for our agents. We then start to train our agents and there are a series of group discussions between our Floor Manager & Agents. All new queries are again emailed to you for your answers. This way, we will exchange emails with you and by the end of this exercise we would have understood your business well.
Q.3. How will my customer's inbound calls reach you?
Answer: Forwarding your customer's inbound calls to us is very simple. We will provide you with a local phone number of your area (subject to availability) which will ring at our Contact center in Pakistan Office. You simply need to forward all your inbound calls to this number. That's it.
Q.4. How do you manage Data Security & Privacy of Credit Card details?
Answer: We have implemented strict security measures to ensure sensitive information like credit card details / client lists etc are never compromised. Our agents do not have access to login & password details of our client's systems. Our systems are protected with firewalls and strong physical security. Your business is safe with us.
Q.5. Where is the staff based?
Answer: Our central technical function is based in Pakistan. The Indian Sub-Continent produces more English speaking IT graduates than any country in the world. All of our offices are severely English speaking and we make sure that virtual staff is brought up to pace with the market they are allocated to.